Santosh Ojha
Gurgaon
Summary
Dynamic leader with a proven track record in operations management and team leadership at NIIT LTD. Achieved Best Centre status through exceptional service delivery and upskilling initiatives, mastering LEAN SIX SIGMA to enhance organizational performance. Skilled in conflict resolution, significantly boosting customer experience and channel support.
Overview
18
18
years of professional experience
Work History
Center Manager
VISIONIAS
Bhopal
06.2024 - Current
- Developed, implemented, and managed center's budget.
- Conducted regular staff meetings to ensure all personnel were properly trained on policies and procedures.
- Established customer service standards for the center and monitored performance of staff against those standards.
- Created operational plans for the center in order to maximize efficiency and productivity.
- Managed day-to-day operations of the center, including staffing, scheduling, budgeting, inventory control and customer service.
Project Coordinator
Gurugram
Gurugram
02.2023 - 05.2024
- Led Learning & Development processes, focusing on compliance.
- Coordinated extensive training programs nationwide, meeting SLA goals.
- Revamped Training Needs Identification (TNI) procedures for increased efficiency.
- Proactively identified noncompliance issues and took corrective actions.
- Curated and shared monthly and quarterly training schedules.
- Managed team of internal and external trainers, enhancing utilization.
- Leveraged data analysis to recommend productive strategies.
- Reduced internal and external issues by creating control systems.
- Reported on crucial metrics to guide decision-making.
- Facilitated seamless customer engagements by managing client sign-offs and contract renewals.
- Sustained punctual invoicing practices and consistent follow-up on collections/payments.
- Managed internal and external audit processes to ensure resolution.
Territory Technical & Operations Manager
NIIT LTD
Gurugram
07.2018 - 01.2023
- Led in-depth operations and quality assurance for NIIT's B2B and B2C channels across the North Region.
- Elevated technical competency index of associates through optimization efforts.
- Evaluated learning interventions to ensure alignment with organizational goals.
- Oversaw key product rollouts, boosting channel success.
- Ensured strict adherence to system and service protocols.
- Led QMS implementation and conducted audits.
- Performed RCA and CAPA to address SOP and QMS discrepancies.
Operations Manager
AGS TRANSACT TECHNOLOGIES LTD.
Navi Mumbai
07.2017 - 07.2018
- Led continuous operations for Postilion Switch.
- Established SOPs for impeccable service quality.
- Supervised BAU activities maintaining high performance levels.
- Led payment system implementation with cross-team collaboration.
- Managed all stakeholder interactions related to Switch and application issues.
- Exhibited outstanding oversight skills in handling clients, vendors, and organizational teams.
- Executed RCA and CAPA for ongoing process enhancement.
- Directed team, boosting efficiency of payment system support.
Assistant Manager - Territory Delivery Leader
NIIT LTD
Pune,Mumbai
04.2011 - 06.2017
- Oversaw delivery operations for the region.
- Directed the performance and development of Technical Service Delivery, System Technicians, Logistics, Accounts.
- Enhanced resource utilization leading to zero-defect service delivery.
- Evaluated outcomes of training interventions for continuous improvement.
- Organized and administered various training programs.
- Ensured high-quality education delivery through regular performance evaluations.
- Acknowledged by management for identifying and leveraging team strengths.
- Awarded for exceptional student outcomes in Dis Rock On, achieving Best Centre status in 2013.
- Recognized for outstanding performance with Best Cloud Centre award, 2013.
- Ranked top 4 NIIT Camp Centre nationally in Pune, 2012.
- Earned Best Group Leader recognition for delivering quality training.
Senior Software Trainer/Group Leader
CREST SOFTWARE SYSTEMS PVT LTD.
Prayagraj
06.2006 - 12.2011
- Conducted training needs assessments to elevate service standards.
- Conducted comprehensive GNIIT Software Engineering training for all four semesters.
- Boosted team efficiency by conducting dynamic training sessions.
- Maintained 100% adherence to processes, ensuring efficient training sessions.
- Delivered corporate training programs to high-profile clients such as Indian Railways, LIC, and military personnel.
- Delivered educational programs highlighting .NET and SQL Server 2005 concepts to university attendees.
Education
Some College (No Degree) - Software Engineering
NIIT
Chandigarh04-2001
Graduation -
E.C.C
Prayagraj01.1998
LEAN SIX SIGMA - GREEN BELT
MumbaiSkills
- TEAM MANAGEMENT
- LEAN SIX SIGMA
- CAPACITY UTILIZATION
- CONFLICT RESOLUTION
- SERVICE DELIVERY
- QUALITY MANAGEMENT SYSTEMS (QMS) AUDITING
- UPSKILLING
- OPERATIONS MANAGEMENT
- ORGANIZATIONAL PERFORMANCE
- CUSTOMER EXPERIENCE
- CHANNEL SUPPORT
Languages
- English
- Hindi
Timeline
Center Manager
VISIONIAS
06.2024 - Current
Project Coordinator
Gurugram
02.2023 - 05.2024
Territory Technical & Operations Manager
NIIT LTD
07.2018 - 01.2023
Operations Manager
AGS TRANSACT TECHNOLOGIES LTD.
07.2017 - 07.2018
Assistant Manager - Territory Delivery Leader
NIIT LTD
04.2011 - 06.2017
Senior Software Trainer/Group Leader
CREST SOFTWARE SYSTEMS PVT LTD.
06.2006 - 12.2011
Some College (No Degree) - Software Engineering
NIIT
Graduation -
E.C.C
LEAN SIX SIGMA - GREEN BELT
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